Shipping and returns

1. Delivery areas

Physical products (medallions) are shipped to Canada. The delivery address must be complete and accurate; if the address is incorrect or inaccessible, the cost of a new shipment may be your responsibility.

2. Processing time (shipment)

Orders are processed within 2 to 5 business days after payment validation. This timeframe may be extended during peak periods or for reasons beyond our control. You will receive an order confirmation by email; if there is a significant delay compared to the indicated timeframe, we will endeavour to inform you.

3. Delivery time

Once shipped, the package is generally delivered within 5 to 10 business days in Canada. These times are indicative and may vary by region, season, carrier conditions and exceptional events (weather, pandemic, etc.).

NOX.PET is not responsible for delays attributable to the carrier or force majeure. If you experience a significant delay compared to the announced timeframe, contact us at contact@nox.pet so we can, where possible, help you track the shipment or find a solution.

4. Shipping fees

Shipping is free in Canada for eligible orders (including subscription with first medallion and orders under the conditions displayed at checkout). For certain orders (e.g. additional medallions only), shipping fees may apply; the total amount including fees and taxes is displayed before final order confirmation.

5. Returns – Personalized products

Medallions are personalized to your specifications (pet name, colours, fonts). Because of this personalization, they are non-refundable and non-exchangeable for change of mind or error on your part in entering the text, in accordance with the exceptions provided by law for goods made to the consumer's specifications.

Returns or exchanges are accepted only in the following cases:

• Manufacturing defect of the medallion;
• Engraving error caused by NOX.PET (incorrect text, engraving defect).

Please carefully check the text and options before final confirmation of your order. If in doubt, contact us before confirming.

6. Defective product or engraving error – Procedure

If you receive a defective medallion or one with an engraving error on our part:

• Contact us at contact@nox.pet with your order number and a clear photo of the product (and packaging if relevant).
• We will verify your claim and confirm the outcome (replacement, correction or, where applicable, refund).
• A replacement or correction is provided free of charge (shipping at NOX.PET's expense) after validation.

7. Digital services and subscription

Digital services (pet profile creation, medallion activation, dashboard access, alerts, scan history) are provided upon activation and are deemed used at that time. They are non-refundable after activation, except in case of a defect attributable to NOX.PET or where required by law.

The subscription may be cancelled at any time; cancellation takes effect at the end of the already-paid period. Details are set out in the Terms of Sale and Use.

8. Refunds

When a refund is applicable (manufacturing defect, engraving error caused by NOX.PET, or other case provided in our terms or the law):

• Refunds are made to the same payment method used for the order (credit/debit card via Stripe), unless otherwise agreed.
• Processing of the refund by NOX.PET generally takes a few business days after validation of the claim; the time for it to appear on your account depends on your bank or card issuer.

For any question about a pending or expected refund: contact@nox.pet.

9. Contact

For questions about shipping, returns or complaints: contact@nox.pet. For general support and orders: support@nox.pet. This information supplements the Terms of Sale and Use; in case of conflict, the Terms prevail for contractual matters.